ITSM Tool Lead

To manage the team of ITSM Tool specialist in managing the ITSM tool (remedy,bmc helix), business requirement on the ITSM tools, service improvement of the ITSM tools, maintenance and support (patching/upgrade) of the ITSM tools, ITSM tools administration, day to day management and fulfilling incident, problem, change request for the ITSM tools requirement in the project.

Core Technical Tasks:

Leadership & Resource Management

•           Lead the ITSM tool team in supporting ITSM tool services.

•           Manage resource availability, capacity, and capability to deliver ITSM tool services.

•           Oversee team skilling and certification on ITSM tools to maintain expertise and readiness.

Technical Implementation & Support

•           Collaborate with project teams to define and deliver technical requirements for ITSM tools.

•           Implement new services and drive service improvements within the ITSM tool environment.

•           Ensure ITSM tools are operational in production and upgraded to the latest versions.

•           Perform maintenance of the Remedy/Helix production environment, including patching, security updates, and upgrades.

Solution Design & Advisory

•           Translate business requirements into technical solutions with a customer-centric perspective.

•           Advise stakeholders on options, risks, and impacts of business processes and technical solutions on the Remedy/Helix platform.

•           Propose high-level designs and technical solutions for BMC Remedy/Helix ITSM implementations.

•           Support proof-of-concept activities for customer engagements.

Operations & Change Management

•           Prepare project documentation as required.

•           Execute change requests and implementations on the Remedy/Helix production environment.

•           Perform troubleshooting and issue resolution for Remedy/Helix-related problems.

•           Conduct capacity management to ensure the Remedy/Helix environment remains stable and performant.

Security & Compliance:

•           Compliance to Lenovo security and policies

Documentation & Reporting:

•           Ensure documentation is up-to-date and accessible for team reference.

•           Prepare daily, weekly, monthly, and ad-hoc reports for management review.

People Leadership (Include Only for Senior / Lead Roles)

Advanced Skills:

•           People management of a team of ITSM Tool Specialist

Certifications: BMC Remedy/Helix

Required Qualifications

Education: Diploma/ Degree holder in Computer Engineering/Information Technology or related disciplines.

Years of Experience: >3 year

Technical Stack: Experience in BMC Remedy/Helix

Core Competencies: Well-spoken in English

Advanced Skills: Added Advantage

•           Solid project experience in deploying, configuring, and integrating BMC Remedy ITSM 7.x, 8.x and/or 9.x, Helix ITSM 22.x, 25.x, 26.x

•           Strong ITIL Framework concepts, ITIL certifications are highly preferred

•           Excellent written and verbal communication skill in English

•           Customer -oriented

•           Good leadership, analytical, inter-personal and problem solving skills

•           Positive attitude, fast-learning, energetic, able to perform in challenging environment

Certifications: BMC Remedy/Helix

Industry Experience: BMC Remedy/Helix tools

Schedule: 9x5 on call standby